We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution is easy to use and has a user-friendly interface"
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"This solution needs to have mobile application support added."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
"They charge by the technician. It costs $117 per technician per year."
SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:
HEAT Service Management is ranked 21st in Help Desk Software with 2 reviews while SolarWinds Web Help Desk is ranked 28th in Help Desk Software with 2 reviews. HEAT Service Management is rated 7.0, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". HEAT Service Management is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Management, Zendesk Guide and SCSM. See our HEAT Service Management vs. SolarWinds Web Help Desk report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.